Hello from OTO, your passport to seamless shipping in the dynamic MENA landscape! As a multi-language, All-in-one Shipping Management Software, we're the navigational tool empowering e-commerce Stores and Omnichannel brands to dispatch their orders effortlessly through a vast network of 200+ shipping companies, both locally and globally.

In the quest to build MENA's next global startup, we've set our sights on solving a worldwide challenge – shipping! The secret to our success lies in our mantra: OTOmation, where Innovation and Automation converge to democratize shipping solutions for everyone.

Are you a tech enthusiast with an appetite for challenges? OTO is the place for you! We're in pursuit of high-energy, self-motivated individuals who are committed to their craft. At OTO, we've embraced a no-door policy, fostering a culture of openness, honesty, and an appreciation for diverse perspectives. Oh, and did we mention our team's shared love for Pizza?

Fear not, you'll soon discover the delicious details! If you're seeking a tech haven where learning is rapid and you can play a pivotal role in shaping the future of global e-commerce and shipping, look no further – your journey begins with us!

We are now calling on all Sr. Customer Support Specialist Heroes! OTO is currently on the hunt for a seasoned Sr. Customer Support Specialist to join our team! Bring your A-game, expertise, and enthusiasm & join us in driving OTO's growth into the MENA Market! Join us and let's conquer new horizons together!

Tasks & Responsibilities:

• Provide outstanding customer service by responding to customer inquiries and concerns in a prompt and professional manner to ensure the highest levels of customer satisfaction;
• Troubleshoot and managing account escalations and resolve crises through OTO’s firefighting practices in collaboration with other departments;
• Collaborate with OTO’s cross-functional teams, including technical support, to resolve customer issues and ensure a positive customer experience.
• Guide customers through available product resources such as knowledge base articles, tutorials, how-to videos, and webinars;
• Communicate with shipping companies to follow up on client requests and escalated cases;
• Take initiative to directly handle client issues and technical requirements;
• Take part in business development related to contacting shipping companies to partner up with OTO;
• Provide required support to the existing clients and troubleshoot issues through all channels and tools;
• Follow up on cases related to delivery partners including delays in shipments pickups, delivery, loss & damage;
• Maintain up-to-date knowledge of OTO’s products, services, and policies, as well as industry trends and best practices, to effectively support customers and resolve issues;
• Continuously monitor customer feedback and satisfaction levels, and make recommendations for improvements on the customer support process;
• Act as an advocate for OTO’s customers by providing feedback to department heads on possible opportunities for improvement and new product ideas;
• Ensure compliance with all customer support policies, procedures, and regulations, and maintain accurate records of all customer interactions;
• Handle inbound support through multiple channels ( Voice, Chat, Social Media);
• Any other duties as required by management.
  
  

Requirements:

For this role, it is essential that have

• Qualifications: Bachelor’s degree in business administration, or any other related field.
• Experience: Minimum 3 years of experience in a Customer Service Role
  
  

It will be considered a big plus if you:

• International experience
• Previous work in fast-growing SaaS start-ups
  
  

Location

At OTO, we've adopted a Remote Working culture that breaks free from the traditional office constraints. Work from home, your favorite coffee shop, a sunny beach, or even an art museum – the choice is yours. We're all about results, and you'll be surrounded by a team of aggressive achievers. Embrace the freedom to work from anywhere without the unnecessary fluff. Welcome to a workplace where flexibility meets real impact.

Benefits

• ESOPs: With your Employee Stock Options, you're not just part of the team; you're a co-owner steering us toward success. Your hustle today builds equity for us all.
• Health Insurance: Our medical coverage is your safety net. No need to stress about unexpected bumps – we've got your back with our Health Insurance coverage/fund depending on your location.
• Mental Health Break: In the grind, take a breather. Our mental health break is your time to recalibrate. Come back sharper, because we all need a mental tune-up.
• Education Fund: This fund is your ticket to staying ahead. Feed that brain and let's level up together.
• Laptop Fund: The one-time laptop fund ensures you're armed for efficiency, innovation, and collaboration.
• Home Office Fund: This one-time home office fund is your ticket to creating a workspace that works for you.
• Happiness Grant: Recognizing that a content team is a productive team, the happiness grant is a professional nod to fostering personal joy. Consider it a token to pursue activities that contribute to your well-being because a fulfilled you is an asset to us all.
• Unlimited Days Off: Our unlimited days off policy is not just a perk; it's a reflection of our commitment to fostering a supportive and results-driven work environment. W value outcomes over hours, trusting our team to prioritize their responsibilities and take as much time as they need to return to work recharged and ready to contribute their best
• Umrah & Hajj: Beyond the grindstone, we've got your spiritual back. Umrah & Hajj support is our way of saying, "Your inner peace is a priority."
• 100% Technical Software: To keep you sharp in the tech game, we cover 100% of technical software expenses.
• Growth Playground: Growth isn't just a catchphrase; it's the air we breathe at OTO. We believe in constant learning for both personal and company-wide evolution. You will always be positively challenged & pushed to grow to your utmost potential.
• Supportive Team: We are growing fast and no two days look the same at OTO, but one thing never changes; your colleagues always have your back and you can always bounce ideas off of them.